Policies

 

 

Intro

 

HEY

 

We’re here for you. Shoot us an email and we’ll do our best to get back to you right away. Treat us like a fun cousin that you talk to every once in a while. You can learn about our policies by clicking on the menu to your left.


hey@alexcrane.co

Shipping

Domestic

We offer free shipping on all domestic orders over $100. We ship Mon-Fri via USPS, generally within 24 hours of your order.  Please note that expedited orders must be placed before noon in order to receive the next business day. 

 

International

We fulfill international almost everyday. We offer two international shipping services:

1. International Priority Fully Landed Cost (4-9 business days): this service covers all shipping costs door-to-door, including all customs and duties. We pay customs on your behalf to ensure there are no delays in delivery. 

2. International Priority Customs Not Included (10-14 business days): this service only covers shipping cost. All customs and duties costs will be billed by the customs agency of the destination country.  

 

Missing/Lost Packages

If your package is lost in transit, please write us at hey@alexcrane.co and we'll try to track it down. With lost packages - we provide store credit or a replacement product instead of a refund.

If your package was delivered but is missing, please file a claim with USPS. Unfortunately, we can't cover the cost of replacing missing or stolen packages. 

    Returns & Exchanges

    Domestic Returns / Exchanges

    We offer free returns and exchanges on all domestic orders. You can return for a refund within 21 days of purchase. You can exchange within 40 days of purchase. We are offering a $10 credit if you choose to exchange. Here’s how it works:

    1. To make a return, click here.
    2. To exchange for a different size, click here. We are offering a free $10 credit if you exchange instead of return. It's basically free money.
    3. We offer Happy Returns - learn more here

    We do not refund original shipping cost. 

    International Returns / Exchanges

    We accept returns and exchanges on all international orders within 21 days of the original date of delivery. We do not cover return/exchange shipping cost. Here's how it works:

    1. Write us with your order number and the reason for your return/exchange. We will provide the return address. 
    2. Ship the package back to our warehouse. 
    3. We'll refund or exchange the item (minus original shipping cost) 5-7 days after we receive the return.

    Exceptions

    Here are some situations in which we will not accept a return or exchange:

    • Items delivered more than 21 days from date of return.
    • Items that have been damaged or altered in any way that would prevent them from being sold as new.
    • Items purchased from a third party (i.e. not from our website)
    • Items purchased on final sale (i.e the sales section of our website)

     

    Privacy

    PRIVACY STATEMENT


    SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?

    When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address. When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

    Email marketing (if applicable): With your permission, we may send you emails about our store, new products, and other updates.

    Direct marketing: We may occasionally send you direct mail marketing about our store, new products, and other updates.

    SECTION 2 - CONSENT

    How do you get my consent?

    When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

    If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent or provide you with an opportunity to say no.

    How do I withdraw my consent?

    You can opt out of our communications by clicking “unsubscribe” at the bottom of our emails. You can opt our of our direct mail communications by emailing your removal request to hey@alexcrane.co. Please allow 12-14 weeks for your name to be removed from direct mail communications.

    SECTION 3 - HOW WE SHARE YOUR DATA

    The information that you give us and information about your order may be combined with other personally identifiable information (such as demographic information and past purchase history) available from our records and other sources. This information may also be shared with other third-party marketers to bring you offers of interest. These third parties may share your information with others and may use this information for their own interest-based advertising and commercial purposes.

    You have the right to edit or delete your personally identifiable information at any time, and you can send your request to hey@alexcrane.co. You also have the right to request access to details about the categories or specific pieces of personal information we have collected and shared with third parties in the last 12 months (including information we disclosed for a business purpose), as well as opt-out of your data being shared with/sold to third parties.

    SECTION 4 - SHOPIFY

    Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you. Your data is stored through Shopify’s data storage, databases, and the general Shopify application. They store your data on a secure server behind a firewall.

    SECTION 5 - CHANGES TO THIS POLICY

    Our Privacy Policy may change from time to time and all updates will be posted on this page. If you have questions regarding our privacy policy contact us at hey@alexcrane.co. 

    SECTION 6 - CALIFORNIA CONSUMER PRIVACY ACT

    This section provides details about rights afforded to California residents under the California Consumer Privacy Act (or "CCPA"), and supplemental details about the personal information we collect about California residents.

    Subject to certain limitations, the CCPA provides California residents the right to request access to details about the categories or specific pieces of personal information we have collected in the last 12 months (including information we disclosed for a business purpose), to request to delete their personal information, to opt out of any sales that may be occurring, and to not be discriminated against for exercising these rights.

    We do use third-party cookies and related technologies to send targeted ads and this may be deemed a "sale" under the CCPA. To opt out of these "sales," please write us at hey@alexcrane.co.

    California residents may make request access or deletion requests by emailing us at hey@alexcrane.co We will verify your request by asking you to provide information that matches information we have on file about you. You can also designate an authorized agent to exercise these rights on their behalf, but we will require proof that the person is authorized to act on your behalf and may also still ask you to verify your identity with us directly.

    We will not discriminate against you for exercising your rights. This generally means we will not deny you goods or services, charge different prices or rates, provide a different level of service or quality of goods, or suggest that you might receive a different price or level of quality for goods. Please know, if you ask us to delete or stop selling your data, it may impact your experience with us, and you may not be able to participate in certain programs or membership services which require usage of your personal information to function.

    To exercise the California privacy rights described above, please write us at hey@alexcrane.co

    SECTION 7 - SMS Mobile Terms of Service

    The Alex Crane mobile message service (the "Service") is operated by Alex Crane (“Alex Crane”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

    By consenting to Alex Crane’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Alex Crane through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

    You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Alex Crane. Your participation in this program is completely voluntary.

    We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

    You may opt-out of the Service at any time. Text the single keyword command STOP to +18332570375 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Alex Crane mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

    For Service support or assistance, text HELP to +18332570375 or email hey@alexcrane.co.

    We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

    The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

    To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

    We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.